Cons: These folks are probably acceptable as long as everything goes alright. We were unfortunate enough to get into a pretty bad accident on 22 coming into San Juan. We had the police officer's report and Enterprise was able to easily obtain the accident report from the local police that exonerated us from any fault in the accident. After making 17 phone calls (often being told that we would get a call back and never receiving one) and 3 hours on the side of road waiting for someone to dispatch a tow truck, the car was finally loaded up and taken off of the side of the road. Mind you, this wasn't just waiting on the tow truck to get there. After someone from enterprise finally called the tow company, it was only a half hour or so until they arrived to get the car. Even though we paid the extra for roadside assistance that would cover a tow, it simply took them this long to call for the tow. After another hour and a half was spend in the local office, we were told that it is their policy to not rent cars to anyone after things like this happen. As crazy as that policy sounds, I could accept it if we were told that up front. Instead, we spent over six hours of our vacation standing on the side of the road, in transit between the accident site and standing in their office before anyone would tell us this. Their explanation was "we like to tell the customer face-to-face when we have to implement this policy". To me, this translates to "we just want to make sure we get all of the money from these folks before we tell them we have to cancel their contract with us and leave them on the street. The accident occurred at 9:07am and wasn't resolved until after 3:30 in the afternoon. We ended up having to get a taxi back to the airport (they wouldn't even give us a ride) to get another rental car for the day. In every sense of the words, they left us on the street for something that we didn't cause and we had the police report to prove it.
Dec 23 2016
Great car, fast service, but location of office a
Pros: Great car, very clean, fast service at pickup and dropoff.
Cons: Location of the office is tucked away in a hard-to-find location (if you've just landed in the city and dont know it).
Dec 26 2016
Pros: What a great car rental experience! Very friendly staff. Josue was very resourceful and took the time to explain all of the different insurance options and was not pushy when it came to picking one. He also took his time when expecting the car. He looked for every scratch, making sure it was all documented before I drove off with the car.
Dec 31 2016
Pros: On Dec 25 (Christmas Morning) Enterprise called me to confirm my rental. Afrer talking to them and telling them where I was staying, they were like "Great, see you tomorrow. So, I show up @ 0800 to get my car, and they weren't open like they said they would be. After I called, they said hold up and opened their window. I proceed to the window with DL, CC, and Insurance in hand, the lady says, I'm sorry, but we have no cars. I was like, I made a reservation a month ago and got a call yesterday to confirm my car would be available. The lady apologized again and said sorry. I explained that I had stuff planned and tours booked already based upon me getting a car at 0800. She said there is nothing she could do, they had no cars available. So, I walked back to my hotel to figure out what I could do. After looking online and seeing there were no cars anywhere in my area or surrounding areas, I decided to uber it to the Bacardi History tour. As the Uber passed the Enterprise, I got a phone call and said they had a car for me to rent. So, my family and I show up and I talk to Eduardo (who was awesome during the whole nightmare) and he told me they had a car that was 30 mins away with another company and he was going to take me to the car. I asked if it was going to be the same price and he said yes. We show up at the other company and they told me it was going to be $836 (vs the $215 I was supposed to pay. I looked at Eduardo and he said the manager was about to call and talk to them. The manager called and talked to them and they said they were going to cover the cost, that I had to pay the $800 now and they would cut me a check. The manager called and told me numerous times that I would get my check for the difference. Luckily, I had a CC with the amount, but, it cut into my spending for my trip. Not blaming the Employees or location but, it was pretty upsetting and started our family vacation on a bad note. Rita and Eduardo did an awesome job to try to fix our issue, they knew they didn't have a car when they called the day before and when I made the reservation...I could've made my reservation with someone else. Overall a bad experience even though it was corrected, still cost me $600 more than expected, when I could've had more money for family entertainment.
Jan 1 2017
They were overbooked & had NO car available.
Cons: When we arrived there was a long line and they told EVERYONE, sorry we have no cars. Maybe in a few hours. Check back. We were in an air BnB that was already rented so we had nowhere to put our luggage. We were in a tourist area and ran around to several other car rental places. Finally, after about 2 hours and by paying $350 MORE we were able to rent a tiny Ford Fiesta for five full-grown adults. Yes, it got us where we needed to go, but it was massively uncomfortable. Hoping Enterprise or Kayak will do something to right this situation.
Jan 2 2017
Schedules for 5:00 pickup, closed at 5:05
Pros: The site should not allow me to schedule a 5:00 pickup if the store closes at 5:00. I called at 4:30 to say I would be a few minutes late due to traffic. The lady said she was leaving at 5:00 and would not wait for me. Sure enough I arrived at 5:05 and the store was closed. Unacceptable!
Jan 2 2017
No car available for pickup even though it was boo
Pros: Once staff realized that they didn't have my car available... they were very apologetic and diligently located one at another location and had it driven over for me.
Cons: Ended up waiting around for almost 45 minutes until a car was located and driven over to the location for me. Fortunately, I wasn't in a hurry but was disappointed for the wait.
The drop off location at the airport could be better marked.
Jan 3 2017
Pros: It was a good price. The service was great. I used the car a lot, everyday, I didn't have an issue. The process of picking up the car took a while, like an hour, that was a bit annoying but overall Iam happy.
Jan 5 2017
Very rude employee
Pros: Fast service, cleanness of car, price enterprice is awsome but employee that attend me got to go very very poor customer service
Cons: Very rude employee, poor car quality, had the tire light on and then the employee was more rude
Pros: It was super simple to catch the shuttle to our amazing car we had for 2 weeks! Amazing service from everyone!!!
Sep 3 2016
Many additional charges
Pros: Car was fine - though had lots of previous aesthetic damage
Cons: Many last minute charges. Our rental price increased by 66% once you account for the hidden fees. Service was mediocre too. Find another company.
Nov 28 2016
Pros: Great service from team
Dec 12 2016
They are horrible
Cons: The customer service is horrible. I called to tell them that my bank needs a fax with the Info in order for them to release my 250$ hold they were rude by saying that they don't do that that the bank takes 2 to. 3. Days to process reimbursement t. They haven't even emailed me the receipt for rental since I had to drop off at parking lot because they open at 8 and I was flying out before they time
Jan 17 2017
We liked the car Toyota Corolla brand new
Pros: The manager was excellent. We did find an error on the bill so check your bill. The manager apologized and fixed it immediately. We liked having the back up camera.
Cons: Don't bother rent the Garmin, we did much better with WAZE on our iphone.
Jan 24 2017
Cons: The morning I was supposed to pick up the car, I called to see if I could change the time. Instead I was told that they had no car available for me, despite having made a reservation several days in advance. They did not try to accommodate me or offer any help, just repeatedly told to go online and make a different reservation. So I did, and will not be renting from Eurocar again.
Jan 29 2017
Nightmare in Puerto Rico
Pros: When we got to San Juan they were suppose to be there to pick us up. But instead we had to call them and they did not answer the home. We had the Porter and another shuttle company driver calling also. Long story short we ended up going to one of the on site rent a car company's and had to pay a high price. It was a complete nightmare. Will never rent from them again.
Jan 30 2017
Pros: Fue un excelente trato, rápido y seguro
Feb 7 2017
Are you fucking kidding me.
Pros: Absolutey no part of it.
Cons: The fact that you would allow me to reserve a car with the knowledge that I was a few months off of the age restriction is absolute bull. I got to Europcar only to find out that there is a strict age restriction and anyone under 23 cannot rent a car. I turn 23 a month after our vacation. I went through the process of reserving the car which included entering my age. When we arrived in Puerto Rico they told us there was nothing they could do and showed us to another rental car agency where we were forced to spend over $200 more on a car than we should have paid at Europcar. I believe this to be entirely Kayak's fault for not making it abundantly clear that my age was restricted at this specific rental car agency. I will never recommend Kayak to a friend and honestly considered bringing up legal action since this cost us much more money than we would have been willing to spend. For people trying to travel on a budget, with bills to pay at home, this was a shot in the stomach. It might sound like an exaggeration to whichever Kayak customer service rep is reading this, but that money is literally preventing me from putting food on our table now that we're home. I will NEVER use Kayak again.
Feb 22 2017
Oops! Car not available! Sorry nothing can be done
Cons: We arrived in Puerto Rico for family vacation....family of 5 plus 2 sets of golf clubs. The car we reserved was "not available" . No substitute available. We ended up paying 4 times more to rent on the spot from another company. I hope kayak will reevaluate its partnership with Europcar.
Cons: The car I had was infected with cocroaches and the manager told us that it was normal.
Dec 4 2016
Pros: quick check in, clean car, quick return, car in good condition
Jan 24 2017
Pros: The rental process was quick and efficient. We didn't have to wait a long line or wait too long for the car. The car was in good condition. Returning the car was also quick. The San Juan, PR Budget team was also very friendly.
Feb 6 2017
There was no car available despite reservation
Pros: Nothing to like. When we landed at 3:30 am the counter says no cars available. Is there anything else that need to be said. Awful experi nice.
Feb 17 2017
Cons: The woman took my nys license and never gave it back. Also when @ Aguadilla airport, surly worker there. Never using budget.
Mar 18 2017
Easy drop off
Pros: That is it ! Easy drop off!
Mar 24 2017
Pros: The car was small but still spacious enough to fit in. Dropping off the car was simple.
Cons: Picking up the car took an hour just waiting for them to bring the car over. When we finally got the car it was still dirty and even had some cockroaches. It was an older car which is typically ok bit this car had troubles driving on the highway and going up hills. It constantly rattled and shook while driving on the highway. We had concerns it wouldn't even last the duration of the rental. The car made it up hills but even with full acceleration it struggled. I know small economy cars have small engines and aren't going to feel as responsive while driving but this car was in rough shape and needed a tune up.
Apr 21 2017
Cons: Car was beat up. 30k miles worn, dirty, stained, torn interior. Dents scratches, etc. TERRIBLE! Worst rental ever.
Apr 25 2017
San Juan rental
Pros: Service when I extended my rental. The service rep was super friendly & understanding. She made this rental feel so much more worth it in comparison to my pick up experience.
The service reps name was Sollelie I think and she might have saved your relationship with me
Cons: However, when I picked up my car I had to wait for over 45 minutes. When I asked what was wrong several times I felt ignored and unimportant. The car was still not cleaned to your own standards & no apology was offered. I was really surprised by this service and I could see the same aggravation in other customers that were waiting too. Meanwhile I could see customers at your competitors getting their cars, being offered upgrades to accommodate an unavailable car for one customer and general satisfaction with their experience